Customer Care Specialist

Description

At First Community Bank, we are committed to making our community, the places where we live and work, a better place each day. With a true focus on “community banking,” employees find that they can make an impact through company-sponsored programs such as paid volunteer time, matching gifts for charitable contributions, and team participation in charitable events. Through a comprehensive wellness program, employees and their families challenge themselves to healthier lifestyles and receive the necessary motivation and tools. With over 50 locations in four states, First Community Bank offers competitive benefits and the personal service you would expect from a company that knows your community. We welcome all applicants and look forward to new colleagues joining our community!

The Customer Care Specialist assists customers with telephone and Online Banking Secure message inquiries. They own the customer’s problems and know how to use resources to get the customer’s issues solved. They answer all chats and emails. They assist customers with minor technical/computer issues as it relates to internet banking.

Duties and Responsibilities: • Handle incoming customer calls. • Handle Incoming Online Banking Secure messages. • Work constructively with a team to ensure minimal abandoned rate. • Provide excellent customer service to clients by responding accurately, professionally, and courteously. • Ensure that all the Bank’s policies, procedures, and regulatory guidelines are strictly complied with in the process of performing duties. • Ensure full authentication with customer contact. • Ensure the customers’ confidential information is properly protected and only used for official purposes. • Improve customers’ banking experience by ensuring that the customers are attended to promptly and all their banking challenges are resolved without delay. • Assist customers with account inquiries and maintenance such as balance, transaction history, updating contact information and stop payments. • Assist customers with debit card inquiries and maintenance such as travel notes and fraud blocks. • Assist customers with mobile/online banking, digital offerings (such as Zelle, mobile deposit, and bill pay) and with basic technical/computer skills. • Assist customers with loan payments. • Assist customers with research requests. • Work reports as assigned. • Complete outbound calls, as assigned, and ensure customer call backs are completed. • Complete training, as assigned, within the expected timeframes. • All employees are expected to support First Community Bank’s mission, vision, and values by exhibiting commitment to the Company Standards of Conduct and executing to the fullest extent possible the duties detailed within this job description.

Requirements
• High school diploma or equivalent and related training
• Exceptional customer service skills
• Excellent telephone/video etiquette
• Excellent skills using Microsoft Excel
• Strong interpersonal, verbal, and written communication skills
• Basic knowledge of personal computers with data input capabilities
• Ability and willingness to work non-traditional hours in a six-day week environment and work all shifts
• Ability to properly explain bank products and services
• Ability to maintain confidential information
• Ability to multi-task
• Ability to sit in front of a computer for extended periods of time
• Ability to lift up to 20 pounds
• Ability to travel, occasionally overnight
• The salary range is based on market data associated with the position and where the pay rate falls within the range is commensurate with experience, education, and other qualifications.

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